Call Center Technical Support Services

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1 CONTENTS e4 BPO Technical Support Services 1 Technical Support Services 2 Technical Support Services KEY POINTS FOR EXCELLENT TECHNICAL SUPPORT ACT AS A CONSULTANT WELL ROUNDED KNOWLEDGEBASE PROACTIVE ASSISTANCE RELIABLE & COMPETENT Our Technical Support Services 3 Significant Cost Savings with e4 BPO 4 Meet our Agent Team 5 About e4 BPO 6 Why Choose Us? 7 Become a Partner 8 Contact Us 9 Make your technical support help desk solutions available to your customers right at their finger tips. 1

2 Technical Support Services TECHNICAL SUPPORT is the service which is provided to the people based on the technological aspects of the devices and so ware. The services provided may be regarding the computers, laptops, mobile phones, televisions and many other devices which are somehow found to be electronic in nature. Apart from the electronic goods, it also deals with the mechanical and so ware products as well. Technical support is mainly the services which deals with the beneficial aspects of the society and thus it has also been providing people with greater benefits. This is found to provide people with solu ons which had developed due to certain problems. Who hires Technical Support Representa ves? Small to large companies from almost every industry outsource their technical support service department to call centers such as e4 BPO. B2B and B2C companies surely need to leverage in how they address their customers technical support needs. Acquiring clients/customers is not easy, so much more in maintaining them for it is be er to keep loyal customers than acquire new ones. Case studies on Technical Support Services: Big companies are outsourcing! Due to globaliza on and other economic changes, studies show that a lot of large companies are star ng to outsource their technical support services to call centers and BPOs. HP, Dell, Cisco, Sage, Sprint, T Mobile, Trend Micro are a few of the many large companies that are outsourcing their technical support department. Studies also show that because of the me zone difference (since most BPOs are in Asia), the outsourcing company can work around the clock for their clients in the west. Small companies can benefit outsourced tech support as well: Studies also show that small companies can do more when they outsource their tech support department. A lot of BPOs and call centers provide small businesses packages for their tech support. These small companies can gain access to cer fied technicians and other professionals in the industry. In doing so, small businesses are able to efficiently u lize their resources to other aspects of their growing business. 2

3 e4 BPO Technical Support Services e4 BPO is a company owned and managed by entrepreneurs who are cer fied technicians, consultants and systems engineers who have more than 20 years of experience in the IT industry and are also training and coaching the technical support staff. e4 BPO provides the following technical support services: Technical Support Service with Voice: Inbound and Outbound calling including and chat support jobs that addresses the technical support needs related to so ware and hardware. This package includes diagnosis, troubleshoo ng, answering services, query handling, remote chat support, maintenance, upgrades, customiza ons, virus, spyware, malware removal, and etc. Technical Support Service (Non Voice): and Chat Support Our call center agents for tech support service are all called Technical Support Representa ves. Tech support is a complex and me culous job which requires efficient collabora on between e4 BPO and client with regards to the training of our staff. The hierarchy at the right side is just a guide, if you have a different structure of posi ons, we may adapt it according to your needs. e4 BPO Standard Agent Rates for Technical Support Services (VOICE): LEVEL 1 Agent = $1,295/month Entry level call center agent, works full me for 8 hours a day, 40 hours a week. LEVEL 2 Agent = $1,495/month Experienced call center agent, works full me for 8 hours a day, 40 hours a week. With at least 1 year call center experience. LEVEL 3 Agent = $1,695/month Team leader, works full me for 8 hours a day, 40 hours a week. With at least 2 years call center experience. SUPERVISOR = $1,795/month Supervises all agents in the specific account, works 40 hours a week, has excellent management skills. With at least 3 years call center experience. ASSISTANT MANAGER = $2,000/month Assists the account manager in managing the managing the en re account of the client, has excellent management skills, works 40 hours a week. With at least 4 years call center experience. ACCOUNT MANAGER = $2,500/month Manages the en re account of the client, has excellent management skills, works 40 hours a week. With a least 5 years call center experience. e4 BPO Standard Agent Rates for Tech Support Services (NON VOICE): LEVEL 1 Tech Support Agent = $1,095 LEVEL 2 Tech Support Agent = $1,195 LEVEL 3 Tech Support Agent = $1,295 SUPERVISOR = $1,395 Assistant Manager = $1,595 Account Manager = $1,795 3

4 Significant cost savings with e4 BPO s Tech Support Services A Cost Comparison Compe ng s VS e4 BPO Pay Rate Annual Pay Overhead Expenses Total Annual Salary Full me Agent A $15/hour employee 40 hours/week = $600 per week x 52 weeks = $31, % overhead of annual pay which is $9,360 $40,560 Full me Agent B $12/hour employee 40 hours/week = $480 per week x 52 weeks = $24, % overhead expenses of annual pay which is $7,488 $32,448 E4 BPO Full me Agent e4 BPO s Level 1 (Entry Level) Agent for $1,295/month X 12 months = $14,340 ZERO! $15,540 Your annual costs savings with e4 BPO compared to hiring an agent from A is $25,020 Your annual costs savings with e4 BPO compared to hiring an agent from B is $16,908 E4 BPO s Tech Support Staff = 4

5 MEET OUR TEAM OF CALL CENTER AGENTS Quali es of our Agents: Our team of call center agents blends experience and knowledge in facilita ng world class sales services and catering the individual needs of our valued clients. e4 BPO ins lls its staff with the mindset to focus on customer sa sfac on as the top priority. To ensure that e4 BPO provides you with call center agents that are fit for the job, we only hire college educated candidates. Furthermore, as part of our quality outsourcing prac ces, our call center agents are all Filipinos because Filipinos are the best English speakers whose na ve language is not English and Philippines is the no. 1 business process outsourcing country in Asia. They are hardworking professionals with strong work ethics. With effec ve teamwork, our call center agents are able to assist each other in various difficult tasks. Their collabora on and sharing of collec ve knowledge and skills make them a valuable asset in our company. By hiring our call center agents, you can cut up to 50% of labor cost as compared so hiring an in house staff. Hiring more offshore call center agents from e4 BPO allows you to have more human resources to help you with your business. Because of this, you will have more manpower and produc vity without increasing staffing costs. And as an end result, you will be increasing efficiency and sales. e4 BPO priori zes applicants who have call center experience but also employs entry level and provides them with intensive training to equip them with the mindset and skills to deliver customer sa sfac on and to become efficient in their work. Highly skilled professionals Adept in their field of special es College educated 100% fully dedicated to you Strong work ethics and abides rules Fluent in English both wri en and oral Experienced in working in outsourcing industry Diligent Honest and trustworthy Efficient me management and mul tasking skills Can accomplish tasks with minimum supervision and meet deadlines Crea ve Values Integrity Quality service orientated Focus on Customer Sa sfac on Geared towards quality performance Team work Con nuous search for improvement Customer Service Speed and Efficiency 5

6 ABOUT E4 BPO, INC. e4 BPO is an American owned corpora on and is one of the country s fastest growing business process outsourcing companies with offices in the United States and the Philippines. Taking advantage of superior state of the art technology and resources, e4 BPO is able to provide world class outsourcing services such as Web Design and Development including Search Engine Op miza on (SEO), Technical Support, Online Marke ng, Sales, Customer Service, Virtual Assistant as well as Virtual Accoun ng and Bookkeeping just to name a few. e4 BPO applies chess strategies in business especially in the fields of marke ng, management and sales. This is the reason why we are able to posi on strategically in the BPO industry. The name e4 stands for the usual first move where the king s pawn advances forward. It is o en called king s pawn opening. This move symbolizes aggressive, violent tac cs versus slow maneuvering. Having such a founda on gave e4 BPO a sharp understanding of the business process outsourcing or BPO industry. This allowed e4 BPO to know and get hold of the innova ons, trends and developments in this industry. Further, understanding the ever changing needs of modern businesses, e4 BPO is able to provide efficient and effec ve high quality outsourcing services at cost effec ve rates which increases the overall produc vity of the client s business. e4 BPO as a company is customerdriven we focus on quality results rather than increasing the quan ty of projects. As a result, we naturally a ract new clients as they come to us due to referrals. Our competent team ensures that we are consistent with what we do and how we brand ourselves as a company with outstanding service quality. With this prac ce, we con nue to achieve our top and bo om line goals. Make e4 BPO your partner in outsourcing now Larry Marshall, President/CEO e4 BPO, Inc. 6

7 WHY CHOOSE US? Top 10 Reasons to Hire a e4 BPO Agents Our call center agents are professionals who provide high quality performance for you. While there are many excellent call center services out there, we can proudly say that e4 BPO s call center services are one of the best in the industry. You just have to hire one to find out what we mean. Save me Our call center agent does all other meconsuming calls for you so that you can have more me to relax and do other things. Why do everything when you can always delegate? Focus on your core business Having more free me allows you to focus on the money making aspects. Skilled and Trained We ensure that our agents are properly trained to deliver quality performance. Save money when you hire e4 BPO, you are saving significant amounts of money from overhead expenses, high local wages, purchasing of new office equipment, taxes and insurance contribu ons. Tech Savvy Our call center agents are tech savvy, they have skills in various. In short, you are hiring the most skillful professionals in your team. Increase Business Opportuni es You can now spend more me with your clients, pitching and promo ng your new products and develop rela onships with them. Enhance your marke ng Our call center agents can do the telemarke ng jobs for you. Increase Sales e4 BPO has both inbound & outbound sales and telemarke ng. We do lead genera on, telesales, lead qualifica on, appointment se ng, up selling, cross selling and more. Company Managed Our call center agents are not freelancers. They are managed by us and they are 100% DEDICATED TO YOU. They have undergone background checks, they have signed confiden ality contracts. They are properly trained, funded, properly compensated and properly support by e4 BPO. Our Core Corporate Values Integrity Customer focused Quality of Service Result oriented Competence Crea ve Solu ons Excellence Teamwork Consistency Innova on Staff Empowerment Commitment Accountability Efficiency Reliability Our success has really been based on partnerships from the very beginning. Bill Gates Founder of Microso College Educated e4 BPO hires college educated applicants as well as seasoned professionals. We always make sure that our candidates are properly educated and highly skilled. 7

8 BECOME A PARTNER! e4 BPO Technical Support Services 8

9 CONTACT e4 BPO, INC. e4 BPO CONTACT INFORMATION US Phone: Philippine Phone: Fax: E mail: Orlando, Florida 7380 Sand Lake Road Suite 500 Orlando, Florida 3281 US Phone : Main Fax: Southeast Asia Regional Office Cebu, Philippines 1116 N. South Road Highway, Dong Ah Building, 3rd Floor Basak Pardo, Cebu City, Philippines 6000 Cebu Phone: Chat LIVE: Yahoo Messenger yahoo.com Windows Live Messenger/MSN hotmail.com AOL/AIM aol.com Google Talk gmail.com Skype h p://myskype.info/mtsilarry Live Chat via Provide Support Follow us in our Social Networking sites: Facebook MySpace Twi er Foursquare LinkedIn YouTube Google+ e4 BPO B.Profile Blogger Picasa Flickr 9

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